Consumers can complain directly to the Authority through the post, Email, Telephone call or walking into the Authority’s offices. The consumer is required to fill in a consumer complaint form and provide all the relevant information concerning the complaint.

• On receipt of a consumer complaint, the Consumer Protection Department will;

  1. Acknowledge receipt of the complaint and advise the consumer on any information gaps.
  2. Upon receipt of all the information from the complainant, the Authority shall analyze the complaint and contact the accused party for information if necessary.
  3. The Authority may then apply administrative remedies to solve the complaints which include; Refund, replacement or repair of goods, withdrawal of misleading representations, recall of unsafe goods and notices to the public on the existence of such goods.
  4. Complaints that do not fall under the Authority’s jurisdiction are referred to the relevant Government Agencies.
  5. Complaints that are not solved under (iii) above are forwarded to the Office of the Director of Public Prosecutions (ODPP) after completion of full investigations. Upon conviction, a person who contravenes the Part VI provisions of the Act is liable to imprisonment for a term not exceeding 5 years or to a fine not exceeding Kshs. 10 million or both.

Begin Complaint Filing Process